The Customer Service Representative is responsible to ensure timely, accurate order processing and responding, to manage and track approved customer request for quote, orders and billing and to address and resolve any order issues with the support of Customer Support, Operations and Program Management organization at the OEM. This job reports directly to the Safran Cabin Front Office Middle East supervisor :
• Professionally handle incoming requests from customers via phone, email, fax, and walk-ins to ensure that issues are resolved both promptly and accurately
• Answering the questions of customers regarding the products or services and its operation or maintenance.
• Learn and apply company procedures, product knowledge and services
• Process customer Spare orders promptly and accurately, including EDI, entry, follow up, invoicing, inventory and deliveries status
• Handling and making proactive contribution in resolving customers complaints
• Quantify the customer's inquiry, including gather customer information, assess and fulfill customer needs and requests, update customer database, etc.
• Maintain working knowledge of M3 and SAP products and order processes
• Respond to pricing availability and PMA inquiries,
• Participate in cross-functional planning initiatives
• Work cross-departmentally to ensure daily operations support is successful
• Maintain a balance between company policy and customer benefit in decision making
• Gather required information to assist in metrics reporting
• Educate customer on product lines & specifications
• Complete necessary documentation
• Support customer service team members, as needed
• Monitor and report on use of company resources, as required
• Adhere to required health and safety regulations and practices
• Carry out other duties, responsibilities, and projects as may be assigned, in an effective manner
• Communicating solutions, successes, and opportunities to the Front Office supervisor
Customer service oriented, planning and organizing, quality driven and efficiency, good at communicating under pressure, teamwork, familiar with ERP functions and CRM applications is preferred.
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